Customer Care Manager

The Customer Care Manager is responsible for oversight of the Customer Care After Care and Reception departments and serves as customer advocate on Amur Equipment Finance management team. The Manager influences a customer-centric focus within the Customer Care department and the organization. Manager ensures staff are trained on procedures as well as customer
service skills and administers company policies in a way to provide superior customer service. The
Manager proactively recommends enhancements that support an improved customer experience, which
could include identifying training, suggesting process changes, and implementing an online solution that
will enhance how quickly Customer Care Specialists locate information to resolve customers’ requests.
Serves as escalation point to resolve issues or questions with a customer; pacifies upset customers in a
professional, courteous manner. Works closely with other departments within Amur Equipment Finance to
inform Collections, Sales, Accounting or Credit of subjects that are reoccurring, trends, a possible default
or potential lead, and recommend/develops potential solutions.
 
This position will be in our Grand Island, NE office with the option to work Hybrid.
 
Key Responsibilities
Document Approvals
  •  Approves more difficult Payoffs, Year End letters, Payment History, Trade-ups.
  •  Approves addendums for contract changes, equipment swaps, lease end of term options.
  •  Approves Subordination/No Interest Letter Requests and direct on the response.
Decision Making
  •  Ability to make high level decisions with the company’s best interest in mind.
  •  Reviews and directs Customer Care supervisors/specialists on complex or sensitive situations.
Staff Management & Work Environment
  •  Schedules ongoing training for staff & new employee training. Consults with HR on available training opportunities for team.
  •  Creates a positive work environment.
  •  Completes annual review’s, 90 day reviews, VIP meetings for supervisors as needed. Develop and understand employees strengths and weaknesses to better their daily routine.
Process Improvement
  •  Suggests customer centric changes to Amur Equipment Finance procedures and communications. Ensuring team members are abiding by the procedure and process guide lines set forth and remaining up to date.
Requirements
Required Education and Experience
  • Bachelor’s Degree is preferred.
  • 6+ years’ experience in a related field.
  • Proficient in MS Office programs and ability to learn new technology
  • Organized and detail oriented; ability to work effectively with other departments
  • Strong leadership ability
  • Complete work with strict deadlines
Competencies
  • Communication Proficiency
  • Ethical Conduct
  • Organizational Skills
  • Time Management – able to work independently
  • Thoroughness
  • Ability to Multi Task
  • Problem solving
  • Collaboration with other department management
  • Influence effectiveness of team members
Supervisory Responsibility
This position will have a direct supervisory responsibility for approximately six employees, and will serve
as the lead trainer and mentor for new customer care representatives. Interviews and hires staff,
evaluates performance of employees and conducts yearly review or any necessary disciplinary action
including terminations.